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| - OMG, if I could give negative 5 stars, I would. This is one of the worst outfits I have ever encountered, and their customer service reps are actually hostile and accusatory. I bought a roundtrip ticket for 2 at the airport window. I was asked for a ton of unnecessary biographical information (email, home address, etc.) and was given what amounted to a paper receipt; there was no actual "ticket." I was told that paper needed to be kept for the return trip. There was also one ticket for two people, which I think is a bad way of handling things, since it is possible that there might be cases where two travelers end up needing to travel separately.
I didn't realize the ticket was time specfic and when the woman asked me what time my flight was, I said I know it is a redeye, but I'd need to look up my flight to find the time if she needed the exact time. She said she could put down 8 pm and told me that if I needed to change the pickup time, I could. I actually needed to do so, so I called on Thursday (1 day before departure) and got a recording telling me I could do it online. I then went online and entered the required info (conf # and last name) and it came back with "no ticket found."
I called again and waited 5 or so mintues to speak to someone. The rep on the phone first said it showed "there was a problem with the payment" (didn't specify what, although I paid with a credit card and the charge had already posted to my account) and the system won't let her change it. She put me on hold three times and I was on the phone a total of about 45 minutes. She told me it was finally done, and that I would be picked up at 11 pm on Friday evening.
All of that was just round one.
Today, we were cleaning up our hotel room before checkout. I accidentally ripped up the piece of paper the ticket was on...again, while this was totally my fault, I think that it had a lot to do with the fact that it looked just like any other store or restaurant receipt and not like a ticket. I called to see what could be done. When I called, before even reporting the ripped ticket, I was told my pickup time was still in the system as 8 PM! Even though I still had the reservation number, the ticket number and the barcode (albeit in two pieces), I was told that "there is no way to generate a replacement ticket." (Is this really 2017?). I was further told, by a supervisor named Anthony (from the Tampa office) that I could try to give the piecemeal ticket to the driver and see if he would accept it, but if he didn't and we missed our flight, "it would be your fault." He was trying to get me to buy another ticket.
I called my credit card company to tell them I would not use and didn't want to pay for this ticket and they were more than happy to honor my request. I was very specific that in spite of the poor service, I only wanted to be credited for the portion of the trip that I did NOT already use. After doing so, I called back the customer service office at Super Shuttle AS A COURTESY to tell them to cancel my return trip and was told they HAD ALREADY CANCELLED IT. I had never actually asked them to do so.
Bottom line: Anthony should be fired forthwith, if he hasn't already been canned.
Do yourself a favor. Stay away from these ripoff artists and take a taxi (or Uber or Lyft). Saving a few bucks is not going to worth yoru trouble.
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